Jung & Associates
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|Posted on October 3, 2014 at 11:30 AM||comments (144)|
This time of year, there are always many sports analogies used, and I certainly do not want to let anybody down, so here I go. Lou Holtz, who at the time was the Head Coach at the University of Notre Dame the year they were national champions said,” We play every Saturday how we practiced Monday through Friday.” In banking, your Saturday is every time a client comes into your office and needs your help or advice. This is when your associates have to put all of their training and all of their skills to use. As I have shared with all of my clients, delivering that WOW experience to your clients is hard work. It becomes even harder if you don’t practice your sales skills on a daily basis. Just as Coach Holtz would have his teams practice the same plays over and over, your branch teams must also continue to practice their sales and service skills over and over. This is why it is critical that your branches have, at minimum, weekly sales meetings where the branch teams can role play and practice their sales and service skills. This is your Monday through Friday where your associates have the opportunity as a team to prepare themselves for their next “Saturday.”
Your play book for your client’s success should be very concise: UNDERSTANDING YOUR CLIENTS PROBLEMS AND PRESENTING SOLUTIONS TO SOLVE THESE PROBLEMS. No matter how well a play is designed, if you don’t practice it then you will not be as successful as you should. At Jung & Associates, our goal is to help our bank clients learn the necessary skills to deliver that WOW experience. If your bank is struggling on delivering this experience to your clients then I invite you to give us a call today.
|Posted on August 13, 2013 at 10:35 AM||comments (126)|
From the desk of Tom Jung
There is an old saying, “People don't buy because they are made to understand. They buy because they feel understood.” This is so true. Our customers want us to understand their personal financial situation so that we can give them the right answers to their questions and make them feel good about their decision to open a relationship with our bank.
In any sales situation, spend your time focusing on uncovering the “needs” of the client. This is YOUR opportunity to learn about the client and to become familiar with why they really came into the bank. Understanding the client’s needs is more that figuring out which types of checks they need to order. It is finding out what is driving their decision to start a new relationship with another bank. Are they dissatisfied with their current bank, just moved into the area, have come into a sum of money and don’t know what to do with it? All of these situations create opportunities but only if we take the time to really understand our client.